Real-time application of interaction anlytics

Abstract

A method and apparatus for providing real-time assistance related to an interaction associated with a contact center, comprising steps or components for: receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata information associated with the interaction; performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information; categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress to obtain audio information; and taking an action associated with the category.

1 . A method for performing a real-time action related to an interaction associated with a contact center, comprising:
 receiving at least a part of an audio signal of the interaction captured by a capturing device associated with the organization, and metadata information associated with the interaction;   performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information;   categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress; and   taking an action associated with the category.   
     
     
         2 . The method of  claim 1  further comprising an initial categorization step for performing initial categorization of the interaction. 
     
     
         3 . The method of  claim 2  wherein the initial categorization determines an analysis engine or a parameter of an analysis engine to be used when performing audio analysis of the audio signal. 
     
     
         4 . The method of  claim 1  wherein the action is selected from the group consisting of popping a message on a display device of a person participating in the interaction; popping a message on a display device of a supervisor; providing an alert; providing a person participating in the interaction with guidance; providing a supervisor with an option to join the interaction; and calling for help. 
     
     
         5 . The method of  claim 1  wherein the category relates to a subject selected from the group consisting of: dissatisfied customer; up-sale opportunity; technical assistant; financial mismatch; public safety alarm situation, and an organization-defined issue. 
     
     
         6 . The method of  claim 1  wherein the audio analysis is selected from the group consisting of: word spotting; emotion analysis; call flow, and transcription. 
     
     
         7 . The method of  claim 1  wherein the meta data includes at least one item selected from the group consisting of: Computer Telephony Integration (CTI) data; Customer Relationship Management (CRM) data; start time of the interaction; end time of the interaction; information related to a customer associated with the interaction; information related to a previous interactions between the customer associated with the interaction and the call center; information related to an agent associated with the interaction; and an event occurring an a display device of an agent associated with the interaction. 
     
     
         8 . The method of  claim 1  further comprising a step of defining the category. 
     
     
         9 . An apparatus for performing a real-time action related to an interaction associated with a contact center, comprising:
 a logging device for providing at least a part of an audio signal of the interaction captured by a capturing device associated with the organization, and metadata information associated with the interaction;   an audio analysis engine for analyzing the at least part of the audio signal, while the interaction is still in progress to obtain audio information;   a categorization component for determining a category associated with the interaction in accordance with the metadata information and the audio information, while the interaction is still in progress; and   an action manager component for initiating an action associated with the category.   
     
     
         10 . The apparatus of  claim 9  wherein the analysis engine or a parameter a parameter used by the analysis engine depends on initial output of the categorization component. 
     
     
         11 . The apparatus of  claim 9  wherein the action is selected from the group consisting of: popping a message on a display device of a person participating in the interaction; popping a message on a display device of a supervisor; providing a person participating in the interaction with guidance; providing a supervisor with an option to join the interaction; and calling help. 
     
     
         12 . The apparatus of  claim 9  wherein the category relates to a subject selected from the group consisting of: dissatisfied customer; up-sale opportunity; technical assistant; financial mismatch; public safety alarm situation, and an organization-defined issue. 
     
     
         13 . The apparatus of  claim 9  wherein the audio analysis engine is selected from the group consisting of: word spotting; emotion analysis; call flow; and transcription. 
     
     
         14 . The apparatus of  claim 9  wherein the meta data includes at least one item selected from the group consisting of: Computer Telephony Integration (CTI) data; Customer Relationship Management (CRM) data; start time of the interaction; end time of the interaction; information related to a customer associated with the interaction; information related to a previous interactions between the customer associated with the interaction and the call center; information related to an agent associated with the interaction; and an event occurring an a display device of an agent associated with the interaction. 
     
     
         15 . A computer readable storage medium containing a set of instructions for a general purpose computer, the set of instructions comprising:
 receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata information associated with the interaction;   performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information;   categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress; and   taking an action associated with the category.